1. Aged Care Gateway
Industry Briefing
20th December, 2012

2. Overview and Introduction
Contact Centre Requirements
Request for Tender Process
Q&A

3. Healthdirect Australia
History
2006
2007/8
2009
2010
2011
2012
Healthdirect Australia
Established as a COAG initiative in 2006 to provide all Australians with a 24/7 health care information and telephony service
Pregnancy, Birth and Baby helpline
(July 2010)
mindhealthconnect
Mental Health Portal
(July 2012)
healthinsite.gov.au
website
(July 2009)
After Hours GP helpline
(July 2011)
National Health Services Directory
(August 2012)

4. Vision Purpose Vision and Purpose
By 2014, healthdirect Australia will improve access for all Australians to health services delivered through innovative telecommunications and information and communication technologies.
Vision
Identify, develop, aggregate, procure and evaluate publically funded health services delivered through innovative telecommunications and information and communication technologies.
Purpose

5. Healthdirect Australia
Ensuring all Australians have access to the right advice on the appropriate care for their health issue when they need it and where they need it.

6. Australian Government’s Response to Productivity Commission’s Final Report ‘Caring for Older Australians

7. Develop and manage the ‘My Aged Care’ Website
Healthdirect Australia Deliverables Living Longer Living Better aged care reform package
Healthdirect Australia, as part of the Aged Care Gateway element of Living Longer Living Better aged care reform will:
Develop and manage the ‘My Aged Care’ Website
Source, procure and contract manage contact centre services through a National telephone number

8. Aged Care Gateway
The primary group considered for the Aged Care Gateway incorporates a broad range of consumer areas including:
carers, care recipients and their families and friends;
primary care, acute care and allied health providers;
aged care service providers; and
the general public.

9. My Aged Care Website
The delivery of a new suite of online portals is planned to facilitate:
consistent and accurate provision of information;
self service functions; and
standardised performance of assessments.
Key user groups:
Consumers
Clients
Assessors
Aged Care service providers

10. Contact Centre Services
A key element of the Aged Care Gateway is the Contact Centre which will interact with consumers, assessors, aged care service providers and other parties.
A range of contact channels are being considered for the Contact Centre including:
Telephone
Mail
Fax
Social Media (potentially)

11. Overview and introduction
Contact centre requirements
Request for Tender process
Q&A

12. Contact Centre Requirements
The Contact Centre provider must have an established, demonstrated capability in the provision of services via multiple contact channels both inbound and outbound
The Contact Centre will be required to utilise and integrate with a Commonwealth, core ICT system to support delivery of Aged Care Gateway services
Contact Centre providers must ensure that all aspects of their operation, including staff, ICT infrastructure, interfacing support providers (such as ICT Help Desk) are based and provided in Australia.
Operate within standard business hours
8:00am to 8:00pm AEST local time nationally, five days a week, except public holidays (No current requirement to operate on public holidays); and
Option to open for four hours on Saturday
80% of calls should be answered within 20 seconds

13. Contact Centre Services
A range of capabilities will need to be supported including the following:
Enquiries management
Initial client screening
Registration
Referral
Activity management

14. Contact Centre Service Summary
Call Volumes Estimates
Est. 2.2m calls over 3 years
Information
Client matching
Referrals
Outbound Calls etc
Correspondence Volume Estimates
Est. 1.2m correspondence over 3 years
Outbound mail / fax
Outbound
Inbound mail / fax
Inbound

15. Overview and introduction
Contact centre requirements
Request for Tender process
Q&A

16. throughout this process.
Request for Tender (RFT) Process
RFT will be issued to an open market and assessed in two stages.
Stage 1:
Open Approach to Market - Prequalification 
Screening
Conditions for participation in Stage 1 include, but are not limited to:
meeting the minimum mandatory criteria; and
having relevant prior experience where that experience is essential
Presentations, interviews and site visits:
Security, Probity and Financial Checks
No contractual obligations or commercial considerations to be evaluated
Shortlist of vendors meeting minimum criteria in Stage 1 established
To ensure probity and fairness, an independent probity advisor will be engaged
throughout this process.

17. throughout this process
Request for Tender (RFT) Process
RFT will be issued to an open market and assessed in two stages.
Stage 2:
Select Approach to Market – Prequalified Tender Evaluation and Contract Negotiations
Shortlisted vendors invited to Stage 2 of the  RFT
Contract with successful vendor/s will be negotiated
To ensure probity and fairness an independent probity advisor will be engaged
throughout this process

18. Proposed Timeline Tender issue Date 21st January 2013
Information Session
28th January 2013
Registration of Participation
31st January 2013
Tender submissions closure date
8th February 2013
Demonstrations
Short-listed Candidates
25th February 2013
Vendor selection date
8th March 2013
Agree Implementation
22nd March 2013
Go live date
30th June 2013

19. Overview and introduction
Contact centre requirements
Request for Tender process
Q&A

20. Questions ?